Merkury Innovations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am unsure of why Targus has made judgement on the case that I was using the tripod unconventionallyI don't even believe they thoroughly read my original emailIn fact, they never requested any further information when I first contacted themAlthough it is specifically advertised for DSLR cameras (supported by the response I just received from Targus), we tested TWO of the same tripods with our DSLR camera and neither one was able to support it with the standard lens, thus supporting my case for further testing and potential recall of the productI am WELL AWARE of its limited weight capacityAs I just said, it wouldn't even function in the manner it was supposedly madeWe ended up using it for our (smaller) video CAMERA monitor for our daughter (similar to the photo I found on the internet and attached to this response)THIS WAS MUCH LIGHTER IN WEIGHT THAN OUR DSLRI would be happy to weigh them if Targus so desiresWhat type of weight limits does this product have? I do not recall any warnings on the packagingThe CAMERA monitor does have the necessary "secure plate mechanism that attaches to the bottom of the camera"The fault was not in the CAMERA monitorIt was in the screw portion of the Targus tripod that was not securely attachedAlso, we NEVER attached it to our bookshelf and never claimed thatIt was used as a tripod with the three legs and set on the top shelfI maintain my opinion I should be reimbursed for the product, my CAMERA monitor, and further testing with a potential recall should be doneThis product is not safeI was also not aware that products now have expiration dates similar to foodAfter one year you now need to toss them out because they are no longer good for useApparently an expiration date needs to be added to their packaging.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As I am only referred to as ‘the customer’ in correspondences, I will be referring to Targus as ‘the merchandiser.’ I will continue to provide the asinine details requested by the merchandiserI would very much appreciate it if the merchandiser could accept responsibility for their faulty product and stop questioning everysinglethingThe amount of detail seems to be what would be required in courtIn fact, at this point I am debating small claims court or contacting the Consumer Product Safety Commission because Targus is being so unreasonableHere are more details (AGAIN):I did claim that neither of the same two tripods could support our cameraIn fact, both had the screw portion that screws into the camera breakAt no point in any communication has Targus ever requested the details of the cameraIt is a Cannon TDSLR camera with a EF-S 18-55mm f/3.5-IS Kit LensThe battery is Canon EOS Rebel TDigital Camera Battery Lithium Ion (mAh 7.4v)The total weight is oz including lens and battery. Please refer to screen shots of reviews from *** and *** for this product in which OTHER people have stated what a horrible product this is and how others were not able to get it to support their cameras (I did not include my review although the merchandiser can be sure it is very similar)Newsflash: DSLR cameras tend to be heavyDo not market your product as a DSLR camera if it cannot, in fact hold a DSLR camera. The merchandiser continues to maintain I used the tripod in an unconventional matterThis is falseThe product is currently listed at Target as supporting camera or camcorder weighing up to 2.3lbs (pictured)We were using recording equipmentIt weighs 10ozI feel it necessary to state that 10oz is in fact, well under the weight limit because the merchandiser cannot do math. Why must my purchase be verified? Why do I need to provide a proof of purchase when I am being honest that our product is outside of the warranty? Why is the merchandiser pushing this mute point? How is giving me a replacement of a faulty product a show of good faith? Based on my experience that is actually a health hazard and potential death sentence. I maintain, once again, the merchandiser needs to recall this product and get a true test of the weight limitsThis is not a safe productI would like reimbursement for my $video camera monitorThe merchandiser refuses to give any credence to a mere customer and I truly believe their product is unsafe.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Response: We have been contacted by this customer regarding one of our Grypton tripods for DSLR camerasWe were not provided with any proof of purchase but the
customer claimed it was over years oldWe only offer a year limited warrantyThe complaint we received mentioned that the customer was using our tripod for unconventional uses by attaching a monitor to it and attaching it to a bookcaseWe did not receive adequate details regarding the monitor that was used but the tripod was never designed for this purpose and has a very limited weight capacityThe customer claimed that the tripod fell over feet and almost fell on their daughter's headOur Grypton tripod is designed for cameras that feature a secure plate mechanism that attaches to the bottom of the cameraOur packaging clearly states that these tripods are used only with camerasSent on: *** *** ** Sent by: ***

The customer was originally offered a replacement for the defective itemThe customer did not want the replacement so a refund was offered and accepted by the customer
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*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Here is the page and tripod in question . I am pretty sure shipping the one tripod does not cost $79.99 . The card does have merkuryinnovations , and [redacted]digital BOTH as support and warranty info for the tripod . My complaint is , If this company is going by two different names , with two different warranties , I don't think the two different company names should be on the warranty and support info that comes with the item . Seeing they have two very different warranties on each website but the support for both sites has same number , same , address , and directs you to the same customer support for both sites . Very misleading and gives the company two options to choose a warranty from either one for the same product . 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer contacted us regarding a tripod with a potential defect. Once pictures were submitted, we are able to determine which part may have been defective. The part/parts needed were not available. As a courtesy, we asked the customer to pay our discounted shipping rates to cover shipping costs...

instead of requiring the customer to return the tripod for inspection, which they would be responsible for the cost of shipping the tripod for inspection. As detailed in our warranty policy, “If, after inspection, we find that the product is defective in materials or workmanship, we shall at no charge to you repair or replace the product at our discretion, and return the product to you. You are responsible for shipping costs to [redacted] Digital but there is no charge for the inspection or the return postage.” The packaging of the tripod as well as insert card directed the customer to visit [redacted] for complete warranty detai ls. Our support for all products manufactured by Merkury Innovations including [redacted] products can be reached at our customer service phone number or at [redacted]. The warranty associated with our products is brand specific.

[redacted] contacted our customer service representative on February **, 2015 regarding a defective cover for one of our products. [redacted] returned the product for replacement as requested, and in...

between sending it and the item arriving in our office, our customer service representative went out on an emergency medical leave. We are just about done with catching up to the customer service backlog, and a replacement was sent to [redacted] today via second day service.

Review: I have purchased the Targus grypton tripod in a medium/large size twice in the past 3 years. Initially it was for my DSLR camera however there is no way it could support even the smallest DSLR. The first one the metal screw that you attach the camera/device on snapped off after about a week. I thought it was just one faulty product so I purchased it again. We ended up using it for our daughter's video monitor. We were able to attach her very lightweight monitor to it and place it on a bookshelf so it was out of her way and we could still see her at night. That was 2 years ago. The other night, out of nowhere it came crashing down from a height of over 6 feet and ALMOST LANDED ON HER HEAD. She was standing by her bed at the time and no one had been touching the shelf the monitor and tripod were on. There is no way this could have been caused by us bumping into it or vibrations. While this is a lightweight monitor (lighter than my small digital camera), it still could have seriously injured her. Our monitor is now BROKEN. It was a $300 video monitor we now have to replace. The metal part had detached itself again like the first time we purchased it. When I contacted Merkury Innovations about this I was told they were not liable for anything attached to the tripod and my warranty was up so while they were glad my daughter was not injured they could not help me in anyway.Desired Settlement: I believe this product should be pulled from shelves. There is no way this product is safe for use with any other device, camera or otherwise. I did not see a warning anywhere when purchasing this that the screw portion could easily come out. There should be warnings on the packaging. I would like reimbursement of the amount for a new monitor.

Business

Response:

Response: We have been contacted by this customer regarding one of our Grypton tripods for DSLR cameras. We were not provided with any proof of purchase but the customer claimed it was over 3 years old. We only offer a 1 year limited warranty. The complaint we received mentioned that the customer was using our tripod for unconventional uses by attaching a monitor to it and attaching it to a bookcase. We did not receive adequate details regarding the monitor that was used but the tripod was never designed for this purpose and has a very limited weight capacity. The customer claimed that the tripod fell over 6 feet and almost fell on their daughter's head. Our Grypton tripod is designed for cameras that feature a secure plate mechanism that attaches to the bottom of the camera. Our packaging clearly states that these tripods are used only with cameras. Sent on: [redacted] Sent by: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am unsure of why Targus has made judgement on the case that I was using the tripod unconventionally. I don't even believe they thoroughly read my original email. In fact, they never requested any further information when I first contacted them. Although it is specifically advertised for DSLR cameras (supported by the response I just received from Targus), we tested TWO of the same tripods with our DSLR camera and neither one was able to support it with the standard lens, thus supporting my case for further testing and potential recall of the product. I am WELL AWARE of its limited weight capacity. As I just said, it wouldn't even function in the manner it was supposedly made. We ended up using it for our (smaller) video CAMERA monitor for our daughter (similar to the photo I found on the internet and attached to this response). THIS WAS MUCH LIGHTER IN WEIGHT THAN OUR DSLR. I would be happy to weigh them if Targus so desires. What type of weight limits does this product have? I do not recall any warnings on the packaging. The CAMERA monitor does have the necessary "secure plate mechanism that attaches to the bottom of the camera". The fault was not in the CAMERA monitor. It was in the screw portion of the Targus tripod that was not securely attached. Also, we NEVER attached it to our bookshelf and never claimed that. It was used as a tripod with the three legs and set on the top shelf. I maintain my opinion I should be reimbursed for the product, my CAMERA monitor, and further testing with a potential recall should be done. This product is not safe. I was also not aware that products now have expiration dates similar to food. After one year you now need to toss them out because they are no longer good for use. Apparently an expiration date needs to be added to their packaging.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer claimed to have tested two of the same tripods with their DSLR camera and neither one was able to support it with the standard lens. The customer did not provide detailed information regarding the camera, battery or lens used with the tripod. The customer never contacted us when their camera and accessories were not supported properly. Without knowing this information or ever speaking to the customer previously we can’t verify if this in fact accurate. Instead, the customer decided to use the tripod in an unconventional manner that the tripod was not designed for. Our packaging clearly indicates the limited weight load capacity of the tripod for a reason and it has been sold for over 6 years without any recalls necessary for this sort of defect as the customer has suggested. Our products do not have any expiration dates but they do include a 1 year limited warranty. The purchase was made 2 years ago according to the customer but that can’t be verified either because they do not have proof of purchase or a receipt. In most cases we are always willing to exchange a product if it is defective and within the warranty period. We would be willing to extend a courtesy as well in this case even though the warranty has expired as a show of good faith.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I am only referred to as ‘the customer’ in correspondences, I will be referring to Targus as ‘the merchandiser.’ I will continue to provide the asinine details requested by the merchandiser. I would very much appreciate it if the merchandiser could accept responsibility for their faulty product and stop questioning every. single. thing. The amount of detail seems to be what would be required in court. In fact, at this point I am debating small claims court or contacting the Consumer Product Safety Commission because Targus is being so unreasonable. Here are more details (AGAIN):I did claim that neither of the same two tripods could support our camera. In fact, both had the screw portion that screws into the camera break. At no point in any communication has Targus ever requested the details of the camera. It is a Cannon T3 DSLR camera with a EF-S 18-55mm f/3.5-5.6 IS Kit Lens. The battery is Canon EOS Rebel T3 Digital Camera Battery Lithium Ion (1500 mAh 7.4v). The total weight is 24.8 oz including lens and battery. Please refer to screen shots of reviews from [redacted] and [redacted] for this product in which OTHER people have stated what a horrible product this is and how others were not able to get it to support their cameras (I did not include my review although the merchandiser can be sure it is very similar). Newsflash: DSLR cameras tend to be heavy. Do not market your product as a DSLR camera if it cannot, in fact hold a DSLR camera. The merchandiser continues to maintain I used the tripod in an unconventional matter. This is false. The product is currently listed at Target as supporting camera or camcorder weighing up to 2.3lbs (pictured). We were using recording equipment. It weighs 10oz. I feel it necessary to state that 10oz is in fact, well under the weight limit because the merchandiser cannot do math. Why must my purchase be verified? Why do I need to provide a proof of purchase when I am being honest that our product is outside of the warranty? Why is the merchandiser pushing this mute point? How is giving me a replacement of a faulty product a show of good faith? Based on my experience that is actually a health hazard and potential death sentence. I maintain, once again, the merchandiser needs to recall this product and get a true test of the weight limits. This is not a safe product. I would like reimbursement for my $300 video camera monitor. The merchandiser refuses to give any credence to a mere customer and I truly believe their product is unsafe.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Recently I purchased one on your protector cases for my ipad from [redacted]. In doing I saw that its looks to be a good rugged protector to prevent damage to my ipad, not noticing the corners of the protector not covered and exposed, the ipad corners are not protected because the way the protector is made the corners have no padding to prevent damage. Just recently the ipad was dropped from the sofa to the floor and the ipad landed corner of the ipad, the front screen cracked? The mercurry protector did not do what it was made for, I m very disappointed in this product because it was made poorly and no real thought was developed during design. Now I have a broken ipad that cost 700 because of a protector that did not do what it was suppose to do because of a design flaw your company did not figure out.

I contacted Mercury customer service they denied the claim because they said the protector I have only is for scratches.Desired Settlement: a replacement of the ipad and refund for the protector

Review: I purchased the Merkury Innovations Stride Sport Earbuds with In-Line Microphone. Multiple Colors Available. Free Returns. thru Groupon on January **, 2014. The product was working and then all of sudden it stopped working 3 months later. Per Merkury's policy there is a 1 year warranty from Merkury Innovations. I have emailed this company serveral times and then I followed up with a phone call. I have not heard back via email or a phone call. Very poor customer service!Desired Settlement: I would like a full refund of $12.65 for what I paid since this is a poorly designed product and no one at Merkury has even bothered to get back to me.

Business

Response:

The customer was originally offered a replacement for the defective item. The customer did not want the replacement so a refund was offered and accepted by the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased Targus High Speed Micro SD and the top cover was broken in package I ask replacement and send the defective part for replacement back in Feb ** 2015 they said it will 2 weeks yet to hear from them?Desired Settlement: New item

Business

Response:

[redacted] contacted our customer service representative on February **, 2015 regarding a defective cover for one of our products. [redacted] returned the product for replacement as requested, and in between sending it and the item arriving in our office, our customer service representative went out on an emergency medical leave. We are just about done with catching up to the customer service backlog, and a replacement was sent to [redacted] today via second day service.